To support, manage and strategically guide them to ensure service optimisation, SLA and contract compliance to their allocated client base. To oversee the account governance to ensure account retention and growth.

Brand strength and profitability in the segment in line with the monolithic brand

•  Highly competitive market with increasing competition

•  Rapidly moving technological field

•  Ongoing research and knowledge acquisition

•  Global and local market dynamics and development

•  Client and technology demand and growth trends

•  Trends within the industry as being experienced and embraced Internationally and locally

•  Established market base and new markets to be explored

•  Changes in Clients and organisations needs and behaviour

•  Shift in area of revenue generation and changing business models

Driving Profitable Growth for MTN Business 

• Ensure management of service relationship management team to minimize cost-to-serve
• Drive client retention through effective service delivery and continuous improvement
• Ensure and drive delivery against agreed SLA’s and contract deliverables

Focus on providing exceptional Client Experience

• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Ensure that regular CSAT surveys are conducted to monitor client satisfaction
• Ensure close working relationship with Account Management to improve delivery effectiveness
• Ensure tracking of escalated issues for the team and resolution
• Ensure effective and efficient service escalation processes are in place
• Act as Custodian for customer engagement across the business 

Ensuring a culture of Operational Excellence

• Drive and ensure accurate and timely business and client performance reporting 
• Drive and ensure the optimal client service organisation structure to enable better client experience
• Drive and ensure the optimal client service processes and procedures across the functional area
• Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
• Drive and continuously improve the client service models to align the business performance to client expectations
• Drive and ensure that an effective client take-one process is in place for new clients and service take-on for existing clients
• Effective operational budget management

Instilling appropriate Employee Excellence 

• Lead, develop and coach the Client Service relationship management team
• Act as an ambassador and role model for MTN Business by living the brand values and vital behaviours
• Lead to ensure that the MTN Business Client Service environment is the best place to work
• Drive to improve employee engagement through the GCA
• Ensure the attraction, development and retention of top Client Service talent
• Build a professional and diverse Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Ensuring appropriate Governance and Control measures 

• Ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Drive the Implementation of proper controls and processes to minimise revenue leakage
• Drive and ensure that the relationship account governance to retain and grow clients
• Appropriate implementation of DoA

SLA Compliance and Service Improvement

• Oversee the management and reporting of client SLA and contract compliance reporting by the team
• Oversee and drive the delivery of client contract deliverables by the team 
• Oversee ad drive the formulation of service improvement initiatives by the team
• Assist the team with the escalation of various improvement initiatives when applicable
• Oversee the formulation and mitigation of client risk registers by the team

Functional improvement

• Identify ways to optimise policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for client delivery within the scope of the value stream or impacting processes and systems 
• Collaborate with the CoE team to design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiatives proposed by the business. 
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

• 3 Year Tertiary qualification in Commerce or equivalent

• Manager track record of 3-5 years or more; with at least 3 years in relevant sector/ industry in a Client Service leadership role within the ICT industry